Voice of Customer Program Lead - CS Insights

Clio

Calgary

Hybrid

CAD 137,000 - 205,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Health benefits

Dental insurance

Vision insurance

Hybrid work environment

20 days off per year

Counseling benefit

RRSP matching

RESP contribution

Clioversary program

Job summary

Clio is a global leader in legal AI technology, empowering legal professionals and law firms of all sizes to work smarter and more securely. We are seeking a Voice of Customer Manager to join our Customer Success team in Toronto, Vancouver, or Calgary on a 12-18 month fixed term contract.

You will develop and oversee VoC initiatives, extract actionable insights, and collaborate across Product, Marketing, Sales, and CS to ensure customer voices shape our product experiences.

Qualifications

5+ years in senior IC or leadership roles within CX/VoC/Customer Success.
Experience with high-volume SMB clients preferred.

Responsibilities

Develop and oversee VoC initiatives, including NPS and CSAT programs; drive continuous improvement.
Identify AI-driven workflows to capture and act on feedback.
Collaborate with Strategic Research, Data Insights, Product, Marketing, Sales, and CS teams to align VoC with business goals.
Maintain a robust customer feedback loop and grow the internal customer feedback panel.

Skills

VoC leadership

Cross-functional collaboration

Data-driven decisions

AI proficiency

Executive storytelling

Strategic thinking

Self-starter

Organizational skills

Bias toward action

SMB experience

Tools

Qualtrics

Job description

You will develop and oversee VoC initiatives, extract actionable insights, and collaborate across Product, Marketing, Sales, and CS to ensure customer voices shape our product experiences.

Get your free, confidential resume review.

or drag and drop your file here.